Fulfillment and Monetization Ways of Working

Shared project management process, stable counterparts, and channels for the Fulfillment and Monetization sections.

The Monetization and Fulfillment sections share one way of working. Section specific content, including CustomersDot engineering and incident processes on the Monetization page, lives on each section page.

Shared Slack channels

Channel	Purpose
#fulfillment_monetization_fyi	Front door for questions to either section
#fulfillment_monetization_engineering	Shared engineering room
#fulfillment_monetization_daily	Daily standup updates
#fulfillment_monetization_pm	Product management
#fulfillment_monetization_design, #fulfillment_monetization_research	Product Design and UX Research
#fulfillment_monetization_speak_spark	Social

When asking in the front door channel, react with ✅ once answered. For urgent customer issues use STAR escalation. For licensing or subscription requests involving a customer, use the internal request form.

Stable counterparts

Sales and Go-To-Market

Name	Role
Jesse Rabbits	Sr. Manager, Deal Desk
Gurmee Sodhi	Senior Analyst, Online Sales & Self Service Product GTM

Finance and IT

Name	Role
Anna Piaseczna	Analytics Engineer

Support Engineering

Name	Role
John Lyttle	Manager, Support Engineering
Ket Slaats	Manager, Support Engineering (APAC)

Product Technical Program Management

Project management process

We work transparently, keep nearly everything public, and follow the Product Development Flow.

SAFE

Our work touches financial and sensitive information. Keep SAFE epics, issues, videos, and MRs confidential, and use the internal handbook for anything that cannot be public. See promising features in future versions.

Planning

We plan in monthly milestones following the Product Development Timeline. Each group has a planning issue that lists prioritized issues and capacity. Around the 26th, PMs and EMs review and weight candidate issues. Scope is final by the 1st.

Engineers work on Deliverable issues first, then pick from the top of the remaining milestone issues. Recurring operational work (monitoring rotations, triage) is planned as weighted issues so it counts against capacity.

Intake request

To request roadmap work, open an intake issue and tag a PM. The PM evaluates it, creates an epic on the roadmap, links it from the intake issue, and closes the intake issue. We do not action requests outside this process.

Prioritization

We follow the prioritization framework and cross-functional prioritization. Inputs include SLAs, OKRs, the Support priority issues list, and technical debt. We use the company 60/40 split between new work and maintenance as a guideline, not a rule. Each group sets its balance in its OKRs, escalating to the section if needed. Every team runs the monthly prioritization template for cross-functional dashboard reviews.

Estimation

Estimate after a preliminary investigation, usually during planning.

Weight	Description
1	Simplest possible change, no side effects.
2	Simple change, requirements fully understood.
3	Simple change with a bigger footprint. Requirements clear.
5	Complex change across areas, possibly refactoring. Some gaps likely.
8	Complex change touching much of the codebase or needing lots of input.
13	Significant change with dependencies and unclear requirements. Break it down before committing.

We value velocity over predictability but aim for 80% predictability because our work is cross-functional. When unsure, estimate high or split into a spike and an implementation issue. Revise estimates immediately when they change and tell the PM.

Weekly async issue updates

Engineers update their assigned issues weekly:

### Async issue update

1. Current status (one sentence):
1. Confidence this lands in the milestone: not / slightly / very
1. Can this be broken down further? yes / no
1. Were expectations from the last update met? If not, why:

/health_status on_track | needs_attention | at_risk

Larger projects post weekly status in the parent epic covering % complete, status against key dates, risks and blockers with mitigation, and results.

Demos

Share progress on multi-milestone work through demos in the Fulfillment Demos playlist, following the demo process. Link the epic or MR in the description.

User experience

Product Designers follow the Product Design workflows and are assigned to projects, not groups, reviewed quarterly in the UX priorities issue. Medium and large projects use a [UX] issue as the SSOT for designs. Request UX help or MR reviews in #fulfillment_monetization_design.

Retrospectives

We run a monthly async retrospective in gl-retrospectives/fulfillment after the 8th, followed by a recorded sync discussion around the 26th on a rotating timezone. Groups may also run quarterly iteration retrospectives on a specific issue or epic.

New engineers use the onboarding template and get an onboarding buddy. Optional weekly socials and quarterly team days are on the shared calendar.